Summary: The Helpdesk Analyst provides first-level technical support, ensuring smooth IT operations and delivering excellent customer service for hardware, software, and network issues. Highlights: 1. First point of contact for all IT support requests 2. Troubleshoot and resolve hardware, software, and network issues 3. Provides professional communication and exceptional customer support Descripción y detalle de las actividades The Helpdesk Analyst provides first\-level technical support to employees across the organization, ensuring timely resolution of hardware, software, network, and account\-access issues. This role is critical in maintaining smooth IT operations, delivering excellent customer service, and escalating more complex issues to senior IT staff when necessary. **Technical Support** * Serve as the first point of contact for all IT support requests via ticketing system, email, phone, or in\-person. * Troubleshoot and resolve issues related to hardware, software, printers, mobile devices, and network connectivity. * Create, modify, and disable user accounts in accordance with IT security procedures. * Install, configure, and maintain laptops, desktops, peripherals, and approved software. * Monitor and respond to incoming support tickets, ensuring timely resolution and appropriate escalation. **System \& Equipment Maintenance** * Perform routine system checks, updates, and preventative maintenance on equipment. * Assist with onboarding and offboarding processes including device setup and retrieval. * Support inventory management of IT equipment, licenses, and accessories. **Customer Service** * Provide clear, professional communication and exceptional customer support to employees at all levels. * Document troubleshooting steps and resolutions within the ticketing system. * Educate users on IT policies, best practices, and system functionality. **Collaboration \& Continuous Improvement** * Escalate complex issues to senior IT staff or external vendors as required. * Participate in IT projects including upgrades, rollouts, and process improvements. * Assist with cybersecurity initiatives, including monitoring potential risks and promoting good security hygiene. Experiencia y requisitos **Qualifications** **Education \& Experience** * Associate degree in IT, Computer Science, or related field preferred; equivalent experience considered. * 1–3 years of helpdesk or technical support experience required. * Experience in a manufacturing or multi\-site environment a plus. **Knowledge \& Skills** * Strong understanding of Windows OS, Office 365, Active Directory, and common enterprise applications. * Ability to diagnose and resolve basic technical issues. * Solid understanding of networking fundamentals (DNS, DHCP, VPN preferred). * Excellent customer service, communication, and problem\-solving skills. * Strong organizational skills with ability to prioritize multiple tasks. **Preferred Certifications (Not Required)** * CompTIA A\+, Network\+, or Security\+ * Microsoft 365 Fundamentals * ITIL Foundation **Working Conditions** * On\-site support required; occasional after\-hours or weekend support for maintenance or urgent issues. * Ability to lift 25–40 lbs. for equipment setup or relocation. send resume to elizabeth.mendoza@ivemsa.com Beneficios * Beneficios de acuerdo a la LFT * Fondo de ahorro * uniforme * seguro de gastos médicos **Número de vacantes** 1 **Área** Informática/Sistemas/TI/Programación/Software **Contrato** Permanente **Modalidad** Presencial **Turno** Diurno **Jornada** Tiempo Completo **Horario*** Tiempo completo **Estudios** Carrera con título profesional **Inglés** Hablado: Avanzado, Escrito: Avanzado **Disponibilidad p. viajar** Si